How is Customer Experience defined?

Customer Experience is the only true differentiator for brands today. It is a very broad term encompassing various factors. While we believe that no one definition can do justice to this term, we’ve put together a list of definitions of CEx by experts.

“Customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products.” ~ Gartner, World’s leading information technology research and advisory company

“Customer experience is the sum of all engagements and interactions a customer has with your business in every step of their journey and lifecycle. It’s what your customer feels, thinks, says (to you and others) and more so, what they do now and in the time to come that counts for everything.” ~ Brian Solis, Award-winning author, Keynote Speaker and Digital Analyst

“Customer Experience is the proactive and deliberate orchestrating of an end-to-end journey between a customer and a company. Each stage of the journey is architected to understand the emotions and needs of the customer, and what he or she is trying to achieve. The work then is to unite the organizational silos to deliver a one-company experience to deliver value at each stage, and across the journey.” ~ Jeanne Bliss, Customer Experience Expert and Best-selling Author

“Customer experience is how customers feel as a result of doing business with your company. It lives between the ears of your customer, and is defined by them.” ~ Michael Hinshaw, President/CEO of McorpCX, a customer experience company

“While the customer might be inclined to view the terms interchangeably since they see their experience as a sort of service itself, companies should think of customer service as just one of many customer experience components. Aside from customer service, much more goes into the total experience, which may not be immediately apparent to customers. A good way to think of customer experience is to map your customer’s journey when they interact with your company.” ~ Shep Hyken, Customer Experience Expert and Best-selling Author

“It is the sum-totality of how customers engage with your company and brand, not just in a snapshot in time, but throughout the entire arc of being a customer.” ~ Adam Richardson, Founder and Chief Bureaucrat at Enigma Bureau

“The entirety of the interactions a customer has with a company and its products.” ~ Business Dictionary

“Customer experience is defined as your customers’ perceptions – both conscious and subconscious – of their relationship with your brand resulting from all their interactions with your brand during the customer lifecycle.” ~ SAS, Leading analytics organization

“Customer experience is the cumulative impact of multiple touchpoints over time, which result in a real relationship feeling, or lack of it.” ~ Martin Zwilling, Founder and CEO of Startup Professionals

“The perception that customers have of their interactions with an organization.” ~ Bruce Temkin, Customer Experience Expert

“A customer experience is an interaction between an organization and a customer as perceived through a customer’s conscious and subconscious mind. It is a blend of an organization’s rational performance, the senses stimulated and the emotions evoked and intuitively measured against customer expectations across all moments of contact.” ~ Colin Shaw, Customer Experience Expert

“Customer experience can include a lot of elements, but it really boils down to the perception the customer has of your brand. Even if you think your brand and customer experience is one thing, if the customer perceives it as something different, that is what the actual customer experience is.” ~ Blake Morgan, Customer Experience Futurist

“Customer experience focuses on the relationship between a business and its customers—every interaction, no matter how brief and even if it doesn’t result in a purchase.” ~ Zendesk, Customer Service Software Company

Before we begin our discussion into digital customer experience and how it must be improved,…

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Customer Guru is a boutique consulting firm that helps its clients become customer centric. From implementing the best customer experience metric to supporting change management, Customer Guru also read more...